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Since UX Camp, I’ve wanted to learn more about UX (User Experience). So when the Ladies that UX email came about the upcoming event, “Embracing Change,” this jumped out:

“The pace of change today demands that we adapt more quickly
than ever before. Structural and emotional impediments can make continuous
learning challenging. What holds us back?”

Yes, I feel like I’m double-timing. I like to learn, but, yes, formats and apps can block me. Yes, what holds us back?

I decided to find out. Kathryn Campbell presented the UX perspective. And I took away tips that apply to my work and my life.

The Facts

There’s continuous change.

How we do things constantly evolves.

The Possible Responses

Don’t change.

OR

Adapt to change; don’t freak out about the new technology, apps.

Be a change agent and make someone’s life more meaningful and satisfying.

But How?

Use our innate empathy—for ourselves and for those who use our products, read our content, live with us, or work with us.

Three Keys to Embracing Change

Language: Understand the other person’s their language and use their terms.

A UX example. UX says the feature is confusing. The Production Team has different language: We’re working on post-launch feature enhancements. What do they mean? “Stuff we should have figured out before we shipped.”

Values: Understand the other person’s values. Frame your points in terms of their values; don’t use facts.

Motivational interviewing prepares people for change. An example: Is there one small thing you could do?

Relationships: Build relationships across departments and teams.

Look for potential allies for your project, people who share the benefit of what you do.

Do a pilot project with this potential ally. If that goes well, they will tell others.

We can’t adjust the pace of change. Yet we could choose not to embrace it. Abraham Maslow gives us that option: “In any given moment we have two options: to step forward into growth or to step back into safety.”

Stepping back may not be safe since some of the changes enhance our safety. And what happens if we step forward into growth? “When we are no longer able to change a situation—we are challenged to change ourselves.” (Victor Frankl)

I’ll take Maslow’s Option 1 and follow Frankl’s guidance—challenge myself to grow! (Like learning how to post this blog using the updated WordPress app!)

How do you challenge yourself to grow?

Technical Alphabet Soup

AI, ML, Chatbots—high-tech trends that sounded like technical alphabet soup. And I chose to ignore these menu offerings! I figured AI was like artificial sweetener—non-natural intelligence—and didn’t really apply to technical communicators, writers, or editors. Then, within the past month, I received two publications with articles about Artificial Intelligence (AI), ML (Machine Learning), and a side order of Chatbots. Since STC’s Intercom was one of those publications, I knew I had to find out how these high-tech trends affect what I do.

Definitions

AI

“AI is a type of “deep learning” that allows machines to process massive quantities of information on a very sophisticated level, allowing them to perform complex functions like facial recognition.” (Mordecai Holtz, “Mobile World Congress and AI,” B-Tank, March 2018).

ML

“ML is a subset of AI and is powering much of the development in the AI field” (Criteo Insights). ML “is the practice of using algorithms to parse data, learn from it, and then make a determination or prediction about something in the world” (blogs.nvidia.com). Michael Copeland explains that a machine is “trained” to perform tasks.

Using High-Tech Trends with Clients

Holtz points out two areas where AI is already in place: customer care and marketing. “The data will result in AI technology monitoring, analyzing, and organizing the consumer data to anticipate customer concerns.” And then “marketers will be able to leverage the extremely personal voice-activated devices to drive and solve the common issues associated after purchasing something.” AI will result in a personalized marketing experience.

These observations support Earley’s tips for tech writers to team up with the marketers. Look at the customer lifecycle. Understand the customer’s journey, what they are looking for, and “map out the possible questions that the customer may have at each step.” (Seth Earley, Intercom, January-February 2018, 14)

What’s Next?

AI, ML, and chatbots are not simply alphabet soup. These high-tech trends are meant to help us in getting our jobs done right and delivering the right content in the format the customer needs. I’m learning new ways of using my tools to help clients find the right solution—now with AI, ML, and chatbots—to serve their customers.

“The greatest challenge in actually using any of these emerging technologies is still the same—understanding and clearly defining the business need, and having the right data and content to fuel the technology engine.” (Seth Earley, Intercom, January-February 2018, 13.)

My takeaway?

I have more to learn about AI, ML, chatbots, and other high-tech trends.

Work on New Goals

Work on new goals—that’s task number two in my Task Summary (see December’s post). I figured that should be straight-forward task. Yet writing the daily, weekly, monthly, and annual goals, stumped me. I wrote elaborate goals that seemed impossible to achieve. I wanted manageable goals. What does that term really mean? So first, let’s define terms.

It’s the end of the calendar year. Time for a writing and editing business roll call.

I write down the goals. Make a list of the tasks. Cross off and re-write. Proofreading and editing the list helps, yet I realize have competing priorities. Maybe if I take a roll call, like we did at summer camp, I can organize this list!

Background

At summer camp, we had roll call each morning; all bunks had to be around the flagpole before breakfast. The bugle sounded, and the head counselor called out each bunk’s name. The idea was to make sure everyone was awake, dressed, and ready for the day’s activities. Some mornings, it was a challenge to get my teenage campers out on time. But if we were going on a day trip, the girls jumped up, dressed, and were out in a jiffy, without any coaxing.

As I think of my business tasks, part of me feels like the girls who moved slowly. Those girls took their time to dress and leave the bunk. I’d often have to cajole them to get up. I want to organize the files for the new year, but my desk—and my laptop—are piled with files. I need to toss, delete, or file so I can make room for the new year’s files and folders.

Then there’s the energized part of me, just like the girls who jumped up at the sound of reveille, dressed, and bounded out of the bunk. I’ve written down my new goals and am ready to tackle them!

Most of my campers, though, dressed at a normal pace, and were outside on time. I’m like those girls who didn’t rush or dawdle. I have business goals to meet, daily client work, and the hum-drum personal tasks. I wonder, though, how I can organize these competing activities for the new year.

After the rousing cheers and camp rules, Jared kicked off the day with “Insecure & Unintuitive: How We Need to Fix the UX of Security.” Through humor (cats are the hackers) and serious research studies, Jared showed us that the log-on dialog box is the most expensive section of the website. Users can’t recall passwords and recalling the credentials results in lost productivity and could result in security breaches.